NetCom Learning
Cut role‑assignment time by 40% and strengthened governance for a multi‑country CMS
My Role
As a Product Manager and UX Designer, I led the Roles & Permissions redesign from problem discovery through delivery — conducting in-depth user research, defining the system architecture, designing workflows and UI, running usability tests, and partnering with engineering for seamless implementation. My goal was to balance strategic scalability with user-centered simplicity, empowering global teams to manage content governance effectively.
Collaborating team
Cross‑functional squad across Product, Engineering, QA, and Marketing
Research Methods
Stakeholder interviews, workflow audits, usability audits, competitive benchmarking
Overview
The CMS powers content across multiple regions and business functions, but its Roles & Permissions system was holding back agility, accountability, and security.
Our mission: Redesign Roles & Permissions as a transparent, flexible, and secure system that empowers admins to manage content governance independently and efficiently.
Research: Discovering User Pain Points & Expectations
We conducted in-depth sessions with Team Leads from Marketing, Course Management, and Sales to uncover their real-world pain points and expectations:
Onboarding New Team Members
Pain Point: New team members had to request CMS credentials from the Development team, creating inefficient delays and repeated follow-ups.
Expectation: Super Admins should onboard new users independently, with multiple Super Admin roles segmented by department.
Lack of Transparency in Role & Permission Management
Pain Point: Admins had no visibility over assigned roles and couldn’t update or revoke them independently.
Expectation: Super Admins should manage user roles and permissions directly—update, revoke, or reassign as needed.
Managing Country-Specific Teams
Pain Point: Permission management across geographies (us, en-in, en-bd, en-ae) was complicated and time-consuming.
Expectation: Super Admins should assign roles per country, and enable a single user to be Admin or Creator across multiple regions in one action.
Unreliable Tool Experience
Pain Point: Buggy UI with missing basic functionalities led to frustration and dependency on developers.
Expectation: Admins want an intuitive, reliable interface for managing templates, roles, and permissions, with full visibility of who has what access.
Insecure Password Management
Pain Point: New user passwords were manually created and shared by Backend Admins—posing a security risk.
Expectation: Users should set up their own accounts securely during onboarding via OTP-based 2FA, eliminating manual password sharing.
Objective
Based on these deep insights, the redesign focused on:
Enhance Transparency
Track role & permission changes with searchable history logs.
Flexible & Scalable Governance
Create, clone, edit, revoke, and deactivate roles.
Secure Onboarding
OTP / 2FA, session management, safer invites.
Enable Granular Control
Permissions at tool, template, and country levels.
Streamlined UX
Make assignment fast, intuitive, and error‑proof.
Operational Efficiency
Reduce admin time while improving compliance.